How well do you know your customers and clients? If you want to deliver a stellar customer experience and have a forward-thinking customer culture within your organization, you need to know your customers. What makes them tick? What do they love? Why do they make the decisions they make?
More than that, you need to go after the customers who make the most sense to your business. As you grow, you have more opportunity to be picky, so be picky! Develop the customer base you really want. That makes it easier to market to them, because you’re all on the same page.
Finally, when you know who you want to target, stay consistent in your messaging. The entire customer experience – from online marketing to your storefront – should all be uniform. Consistency helps build your brand and anchors customers to the overall experience.
Forbes, Feb. 15, 2021